Hand & Stone Massage and Facial Spa

"HORRIBLE Terrible experience! The receptionist who checked me in was incredibly rude. I inquired about the Serenity package my husband paid for as a surprise, and she insisted it only included a facial, despite the online information and package menu clearly stating a 50-minute massage followed by a 50-minute facial. When I tried to explain, she cut me off and bluntly said, "No, it's just a facial." To make matters worse, she denied any possibility of using the gift card for other services and falsely led me to believe a refund might be possible and stated that only the manager could speak with the number on file (my husbands). The manager later called my husband, claiming she was told that I didn't want some of the services and that we'd be charged for one due to the esthetician's waiting time. However, it seems as if the whole story wasn't informed to the manager... that I was told I was only getting a facial ( I wasn't opposed to the facial but I was under the impression I would be getting a relaxation massage with a facial but yet told "No its just a facial".) This whole ordeal was marked by miscommunication, and it's clear no one was concerned about the dismissive behavior of the receptionist. She not only interrupted me but also avoided making eye contact, focusing on her computer instead. This place is misleading, and I strongly advise against it. I'll be informing my colleagues and friends to steer clear of this location. Awful experience!"

"Massages have been great. Wife purchased a subscription and we don't use it enough so credits are built up.... wish you could transfer more or have a family plan. Worth noting that even if you are sick, have Dr. note, hospitalized, etc... they will charge you at least a 50% service fee for missing your appointment if you don't stop in the middle of your life emergency to make sure and call them 24 hours in advance of your scheduled appointment. Not sure why anyone would have a policy that gives a $$ incentive to show up sick and contagious while punishing people for doing the right thing.. but apparently that is how they roll."

"The Waverly Place in Cary location is extremely professional. Having worked at a previous Hand and Stone for years this location has set the bar high. The scent, the professionalism, the smiles and feeling like the experience was all about me. The receptionists were very kind and they set the tone from check in to check out. My massage therapist was very professional and my stress level and pain relief was relieved. I scheduled last minute and I appreciate being able to get an appointment on a Friday night. Andrew was my therapist and he addressed all my concerns and covered all his bases. I will return and recommend this location from here on out. Thank you so much for representing Hand and Stone at its best."

"Best massage ever! Kevin was awesome! I had a personalized massage based on my needs and to help balance my shoulders and hips due to the way I am positioned every day at my job. He is very knowledgeable and explained everything well. All the staff have always been extremely nice and accommodating."

"Excellent experience! My massage therapist was Cynthia and she did a fantastic job! I purchased a hot stone massage with added peppermint aromatherapy. I have had a few hot stone massages before but this was best by far! The interior is so clean and it smells fantastic everywhere. Their products are amazing, too. I am already a member and have purchased a gift card. I highly recommend this place!"